Let’s face it—staying connected with every patient is tough, especially when your practice is growing.
You want to follow up, send reminders, share updates, and answer questions… but there are only so many hours in the day. That’s where automation can help—but only if it’s done the right way.
I’ve seen practices try to automate everything and lose the personal feel patients love. But I’ve also seen practices blend automation with human warmth—and absolutely thrive.
Here’s how to use smart communication tools like AI, SMS, and automation to keep your messages personal, even when reaching hundreds (or thousands) of patients.
Step 1: Start With Patient Behavior, Not Just Your Calendar
Before you set up a campaign or message flow, think about your patients. Ask:
- What do they need to hear?
- When do they need it?
- How do they like to receive it?
Automation works best when it’s triggered by behavior, not just scheduled dates. For example:
- A missed appointment triggers a follow-up text
- A downloaded guide triggers a short email series
- A completed visit triggers a review request
These touchpoints feel personal because they’re relevant and well-timed.
Step 2: Use the Right Tools (That Talk to Each Other)
Here are a few tools I’ve seen work well in real practice:
Text Messaging Platforms (SMS)
Great for quick reminders and short updates.
Pro Tip: Keep it conversational as your front desk would sound.
Example Tools: Powr Connect, Podium, Twilio, Weave
AI-Powered Chat or Email Assistants
These can answer common questions, help patients book appointments, or send custom messages based on patient history.
Example Tools: Powr Connect, Drift, ChatGPT-integrated tools, Mailchimp + AI personalization
Marketing Automation Systems
Schedule messages, segment patients, and trigger follow-ups automatically.
Example Tools: Powr Connect, ActiveCampaign, Klaviyo, ConvertKit
Make sure your systems are connected—so you’re not copying and pasting between tools.
Step 3: Write Like a Human (Even When a Robot Sends It)
This one’s big: even if automation does the work, you still need to sound like you.
Start your messages with warmth:
- “We missed you at your appointment yesterday. Can we help you reschedule?”
- “Here’s a quick guide to help with that shoulder pain—hope it helps!”
- “Thanks for visiting today! Got questions? We’re here.”
Use your practice’s voice and tone. Keep it friendly, simple, and supportive.
Step 4: Set It, Test It, Improve It
No system is perfect right away. Once you’ve built a few automated messages, look at how patients are responding:
- Are they opening the emails?
- Are they replying to your texts?
- Are they clicking through to book?
Make small changes and keep improving. The goal is to make communication feel natural, even when it’s automated.
You Don’t Need to Choose Between Scale and Personal Touch
With the right tools and strategy, you can reach more patients without sacrificing warmth, trust, or connection.
I’ve seen it work in solo practices and large multi-location groups. You need a system that listens, learns, and delivers helpful messages at the right time.
Want to learn how to combine personalization and automation in your practice?
Visit PowrPractice.com to see how we help healthcare teams scale smart—and stay human.
